Refund policy
At SAPRAYA PAWS, your pets are family, and your trust matters to us. We want you and your furry family members to be happy with every purchase. If something isn't right, we're here to help.
1. Returns
We accept returns within 30 days of delivery for eligible items.
To be eligible for a return, items must be:
- Unused and in their original condition
- In the original packaging
- Free from damage caused after delivery
- Accompanied by any included accessories or documentation
Please note that we may reduce or decline a refund if an item has been used, damaged, or returned in a condition different from how it was received.
2. How to Start a Return
To request a return, email care@saprayapaws.com with:
- Your order number.
- The product you wish to return.
- The reason for your request.
- Photos or videos, if relevant to your request.
Our support team will review your request and explain the available options, including the return address, shipping instructions, and any applicable costs.
For eligible change-of-mind returns, customers are generally responsible for return shipping costs unless applicable law requires otherwise.
We recommend using a tracked shipping service and keeping your proof of postage until your return is resolved.
3. Order Cancellations
If you wish to cancel an order, please email care@saprayapaws.com within 12 hours of placing your order.
We will do our best to cancel the order before it is processed or dispatched. However, because some orders are fulfilled by third-party suppliers, cancellation cannot be guaranteed once processing or shipping has begun.
4. Damaged, Defective, or Incorrect Items
We carefully work with our suppliers to ensure product quality. However, if your order arrives damaged, defective, or if you receive the wrong item, please contact us within 7 days of delivery.
Email - care@saprayapaws.com and include clear photos of the item and packaging.
Once reviewed, we will offer a replacement, store credit, or refund where appropriate.
5. Return Shipping Costs
For change-of-mind returns, customers are responsible for return shipping costs.
If the item arrives damaged, defective, or incorrect, Sapraya Paws will cover the reasonable cost of resolving the issue.
Shipping fees paid at checkout are non-refundable unless required by applicable law.
6. Non-Returnable Items
Certain items cannot be returned, including:
- Used products
- Opened hygiene or personal care items
- Perishable products
- Gift cards
- Clearance or final sale items (where stated)
If you're unsure whether an item qualifies for return, please contact us before making a purchase.
7. Exchanges
If you would like a different product, size, or variation, contact us at care@saprayapaws.com before returning your original item.
Exchanges depend on product availability and our fulfilment arrangements. If an exchange is not practical, we will explain the available alternatives.
8. European Union Returns and Cancellations
If you are a consumer in the European Union and purchase goods online, you may have the right to cancel your order within 14 days after receiving your goods, subject to applicable legal exemptions.
After notifying us of your decision to cancel, you must return the goods within 14 days.
Once eligible goods are returned, we will process your refund in accordance with applicable consumer protection laws.
9. United Kingdom Returns and Cancellations
If you are a consumer in the United Kingdom and purchase goods online, you may have the right to cancel your order within 14 days after receiving your goods, subject to applicable legal exemptions.
After notifying us of your cancellation request, returned goods must be sent back within 14 days.
Eligible refunds will be processed in accordance with applicable consumer protection regulations.
10. Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved, your refund will be issued to the original payment method used for the purchase.
Refunds are typically processed within 5-10 business days after approval, although processing times may vary depending on your bank or payment provider.
If you have not received your refund after a reasonable period, please contact us at care@saprayapaws.com.
11. Late, Missing, or Undelivered Orders
If your order has not arrived within the estimated delivery timeframe provided at checkout or in your shipping confirmation, please contact us at care@saprayapaws.com.
We will help investigate the shipment with our fulfilment or shipping partners and explain the next steps.
If an order is lost, not delivered, or delayed beyond an applicable legal or agreed timeframe, we will work with you to provide an appropriate resolution in accordance with applicable law. Your rights to a refund or other remedy will not be restricted by this policy.
12. Your Consumer Rights
At SAPRAYA PAWS, we believe in treating every customer fairly. Nothing in this policy limits your rights under applicable consumer protection laws. If a product is faulty, damaged, unsafe, not as described, or not delivered as agreed, you may be entitled to a refund, replacement, repair, or another remedy under the law.
If you have any concerns about your order, please contact us at care@saprayapaws.com. We're here to help.
13. Contact Us
If you have any questions regarding returns, refunds, exchanges, damaged items, or order cancellations, we're always happy to help.
Email: care@saprayapaws.com
We aim to respond to all enquiries within 24-48 business hours.
Thank you for choosing Sapraya Paws. We appreciate your trust and look forward to serving you and your pets.